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Region of Peel - Working for you
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Region of Peel - Working for you

Passenger Charter

Important Service Alert

Due to system maintenance, you will not be able to book, change or cancel your trips from 8 p.m. on Friday, October 20 until the afternoon of Saturday, October 21. To book trips for this weekend, call before Friday at 8 p.m.

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Find Out What You Can Expect

The TransHelp Passenger Charter sets out the expectations and responsibilities of TransHelp passengers and employees.

Learn what your responsibilities are as a passenger, and what you can expect.

What Passengers Can Expect

As a Passenger, you can expect to:

  • Be transported safely and travel in a clean and well-maintained vehicle by an operator who practices appropriate personal hygiene.
  • Be treated with courtesy and respect.
  • Have your calls answered promptly and courteously.
  • Be picked up on time within the pick-up window.
  • Be transported to a safe place if delivery to your original destination is not possible.
  • Be taken to the first accessible door at your final destination, but not inside.
  • Expect service that meets the requirements of the Accessibility for Ontarians with Disabilities Act (AODA).

Passenger Responsibilities

As a Passenger, your responsibilities include:

  • Paying the full fare for the service provided and maintaining a positive account balance.
  • Wearing a seatbelt at all times.
  • Being courteous and considerate of other passengers, drivers, and customer service agents.
  • Practicing appropriate personal hygiene.
  • Being ready during your pick-up window.
  • Using paratransit correctly to ensure that the service is available to all.
  • Using conventional transportation when it's available and accessible.
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